Eastfield Medical Centre

Prescription delays after multiple calls

The service quality has declined noticeably. I have made multiple calls regarding my medication request and been informed each time that it is pending, yet it remains unavailable several days later. This delay has been disappointing.

Prescription requests ignored on the app

Extremely disappointing. The practice encourages using the online system to request medications, but these requests do not appear to be handled promptly. I find myself repeatedly having to contact the surgery to follow up on prescription requests each month. When I do manage to get through by phone, calls either go unanswered or get disconnected. The service seems to be deteriorating and requires urgent improvement.

Appointment cancelled without any notification

My appointment was cancelled without any notification being provided to me. The receptionist was unhelpful and did not offer any guidance or alternative options.

Refused to switch doctors for mental health support

The healthcare provider I was assigned to was unable to address my mental health concerns in a way that met my needs. When I requested to see an alternative provider, this request was not accommodated. As a result, I decided to leave the practice.

Confusing appointment details and unwelcoming reception

Called at 8:20 in the morning and was informed my appointment was at 12pm. I requested text confirmation but did not receive one. I arrived at what I believed was the correct location and called to enquire why it wasn't open. I was then given a different address and only subsequently received a text indicating my appointment was at 3:40pm. I arrived at 3:42pm, waited in the queue for a considerable time, and when I reached reception, I felt the greeting was unwelcoming when I was told I was 8 minutes late. There was no acknowledgement of the confusion regarding the appointment time or any expression of understanding about my situation. I felt the interaction lacked compassion and did not reflect an understanding of what it is like to attend an appointment while unwell.

Reception was dismissive and phone queues were endless

My spouse rang the centre this morning requesting a repeat medication and was informed of a three-day waiting period. I subsequently called back to request an expedited process, explaining that my spouse was experiencing significant discomfort following a recent procedure. Since this was a repeat prescription rather than a new one, I felt the delay was unnecessary. The receptionist's manner was quite sharp and dismissive. She interrupted me repeatedly, and I found myself having to ask whether she was actually listening to what I was saying. Following a lengthy hold time, she returned to advise that the medication would be marked as urgent and transmitted to our local pharmacy. This occurred before midday. We then spent the afternoon contacting the pharmacy hourly, only to discover the prescription had not been received. When we attempted to reach the surgery for clarification, we encountered significant delays in the telephone queue. At one point during the afternoon we were nineteenth in the queue, and by early evening when we had progressed to third, the call was disconnected. I am extremely disappointed by this experience. We have spent a stressful day without resolution and remain without the medication we require. I am concerned about whether the service we received may have been influenced by my initial request to expedite the standard waiting time. I intend to escalate this matter formally through the appropriate channels. My confidence in this surgery was already limited following previous disappointments, and this experience has further reinforced my concerns about the standard of service provided.

Surgery closure left me without proper care

The practice has been unavailable for an extended period. Phone consultations are offered throughout standard business hours. I have an ongoing health condition and have not had an in-person appointment during my time as a patient here.

Staff handled disruption with patience and calm

Recently I met with members of the management team at the local medical centre, who were extremely helpful in addressing my questions about the facility's recent challenges and other concerns. It's worth noting that while various explanations and discussions circulate among the community, the building is owned by a landlord who appears to have had responsibility for its maintenance and upkeep. Following the significant flooding incident approximately four months ago, the management team has been working extensively to locate suitable temporary premises within the area, though this has proven difficult. Other local healthcare facilities have generously offered their space, and a nearby hospice has recently provided access to their premises, which has enabled services like blood tests to continue. While this temporary arrangement may require some patients to travel further, it represents the most practical solution currently available. The hospice facilities are pleasant and include amenities such as a café. Throughout this period, staff members have adapted well to changing circumstances, many initially working remotely before relocating to partner venues, and have handled patient interactions with considerable patience and professionalism despite the disruption. The management team continues to prioritise returning to the original building only once they are fully confident that all safety standards have been met and verified. The resilience and commitment shown by everyone involved deserves recognition and appreciation. While it is understandable to voice concerns when difficulties arise, it is equally important to acknowledge the considerable efforts being made to resolve the situation.

Long phone queue made appointment impossible

I have experienced significant delays when attempting to reach the practice by telephone, with extended waiting times and minimal progress despite being first in the queue. This level of service fell well short of expectations.

Practice delayed urgent letter for vulnerable patient

My relative was recently hospitalised with a respiratory infection and also lives with cognitive decline. During the emergency assessment, the attending clinician indicated that community-based care would be more appropriate than hospital admission. The care facility where he resides has indicated they would be willing to continue his placement once they receive written confirmation from the GP that he can be managed in that setting. Since his discharge, I have been attempting to obtain this letter without success. My relative is elderly, requires oxygen support, and I feel this situation is unnecessary for his wellbeing. When I contacted the practice, I was told the matter was being handled administratively and would be marked as urgent. The care home also made their own enquiries but received similar responses. An appointment was arranged for someone from the practice to deliver the letter in person to the facility, but this did not take place. My relative's health is declining, and he will require important medications to be arranged in the near future.

Practice handled disruption without dropping standards

I have been a patient at this surgery since early 2025 and have consistently had a positive experience for both myself and my family. The standard of care has been excellent throughout my time here, and I would happily recommend the practice to others. Even during a recent period when another local practice was temporarily unavailable due to unforeseen circumstances, the service quality remained consistently high.

Long-term patient left feeling unheard and anxious

I had been with this practice for most of my life, around 27 years, and noticed a gradual decline in standards over time. Initially, I assumed this was normal across all surgeries, though I later discovered this wasn't the case. Over the past five years, I experienced several concerning issues including a locum questioning my reasons for contacting them about mental health concerns and suggesting medication over the phone without proper consultation, a lack of medication reviews, dismissive responses regarding hormonal concerns, and nursing staff unable to complete blood tests, requiring referral to hospital phlebotomy services. These experiences left me feeling anxious about attending appointments. The one positive during this period was support from a mental health practitioner who assisted me in obtaining a diagnosis through an appropriate scheme. Following this, I made the decision to transfer to another GP practice, and the difference in care has been remarkable. Although I felt disappointed about leaving after such a long association, I recognised that continuity of care was no longer possible given staff changes, making a fresh start the sensible option. I believe the practice faces staffing challenges and may be managing more patients than ideal given local housing developments, which while understandable, does impact the quality of service provided. Since moving to my new practice, both I and my family have identified discrepancies in our previous medication records that required correction.

Reception staff unhelpful with medication issues

I have found the service at this practice to be quite problematic. There appear to be significant staffing challenges that have impacted the quality of care I have received. I have experienced repeated difficulties with my prescription management, which has resulted in gaps in my medication supply and considerable discomfort on multiple occasions over recent months. The handling of my prescriptions has been inconsistent, and I felt that my concerns about the impact this was having on me were not adequately addressed. Based on my experience, I would recommend considering alternative options for your healthcare needs.

Professional and welcoming reception experience

The team demonstrated a high level of professionalism throughout my visit.

Can't get through on the phone

The service provided was disappointing, as there were difficulties getting through by telephone.

Friendly staff made registration process smooth

Very understanding staff. I registered based on recommendations from friends and family. The doctors here are brilliant, and it was disappointing to see one of the practitioners leave. Thank you.

Quick phone consultation sorted my issue

I had a wonderful experience at Eastfield Medical Centre. The team managed my situation promptly and effectively, utilising visual documentation and a remote appointment. I received my medication within an hour of making contact. The staff demonstrated professionalism and were very supportive throughout. I would strongly recommend this practice.

Reception team really helped us through

This practice is excellent. My spouse and I have been patients here for approximately seven years. We experienced some challenging circumstances over the past year, and the team has been tremendously supportive throughout. The reception staff and administrative team have provided invaluable assistance. The clinical staff have been outstanding. Thank you all very much.

Long-term patient disappointed by recent changes

I have been a patient at this practice for nearly four decades. Throughout the last ten years, the surgery has undergone considerable changes, though in my view these have not been improvements.

Good service and helpful reception staff

This practice provides a very good standard of service.